Yes, we offer digital gift cards that are delivered by email.

You can find them under "Gift Cards" in our shop. The gift cards are available in various amounts and have no expiration date.

How it works:

- Purchase a gift card in your preferred amount

- The recipient receives the gift card code by email

- They can redeem it at checkout on any order

Yes! Simply enter the recipient's delivery address at checkout.

Price-free packing slip: Upon request, we can also remove the price from the packing slip. Please contact us after placing your order at support@senkels.at with your order number.

We'll make sure your gift arrives without any price information visible.

Please first check if our emails have landed in your spam folder. Also make sure you used the correct email address when placing your order.

If you think you may have entered the wrong email address, please write to us at support@senkels.at and we'll be happy to update it for you.

Tip: Add support@senkels.at to your contacts to ensure our emails reach your inbox.

If you haven't received a shipping confirmation yet, your order is still being processed. Most orders are shipped within 3-5 business days after order confirmation.

Once your order has shipped, you'll automatically receive a shipping confirmation to the email address you provided. Please also check your spam folder.

Due to our shipping system, there's no public tracking number available. If you experience delays, please contact us at support@senkels.at with your order number and we'll provide you with an update.

You will find a link to download your invoice in your shipping confirmation email.

If you need a copy of your invoice or have trouble accessing it, please contact us at support@senkels.at with your order number and we'll send it to you.

If you haven't received a shipping confirmation yet and would like to modify your order, please write to us as soon as possible at support@senkels.at.

We will do our best to process your request before your order ships, but unfortunately cannot guarantee this.

Tip: The sooner you contact us, the better the chances we can accommodate your request.

Please contact us as soon as possible at support@senkels.at if you'd like to change your delivery address.

We'll do our best to update the address before your order ships. Please note that we cannot guarantee address changes once the order is being processed.

Tip: The sooner you contact us, the better the chances we can update your address.

You can find your order number in several places:

- Order confirmation email: The email sent to you immediately after purchase

- Shipping confirmation email: The email sent when your order has been dispatched

- Your account: If you have a customer account, you can find it in your order history

Your order number typically starts with a # followed by numbers (e.g., #12345).

Yes! We offer shoelaces in custom lengths. Simply select the "Custom Length" option on the product page and enter your desired length in centimeters.

Important: Shoelaces in custom lengths are excluded from returns and exchanges because they are individually made to your specifications.

If you're unsure about the exact length you need, please check our sizing guide or contact us before ordering.

In the very rare case that our metal tips don't fit through your shoe eyelets, you can do the following:

1. Send them back to us so we can remake them with special attention to the tip thickness.

2. If you didn't order shoelaces in a custom length, you can return them for a refund.

3. Return them and order a pair of shoelaces with a smaller diameter.

Contact us at support@senkels.at if you need assistance.

We have put a lot of work into building the ultimate length guide → LENGTH GUIDE

Our shoelaces are made from vigin cotton, for maximum fibre length and strength or chrome-tanned leather, which offers excellent durability, colorfastness (won't fade), and water resistance.

All our shoelaces come with a 6-month anti-tear guarantee.

Write content to answer to common questions your customers may have about your products, shipping policies..

For orders to Switzerland, the United Kingdom, and overseas, import duties and taxes may apply once the order reaches the destination country and exceeds a certain value.

These fees are charged by your local customs authority and are outside our control.

We recommend checking with your local customs authority for applicable rates and exemption limits so you're aware of any potential additional costs.

Processing time: 1-5 business days

Delivery time depends on the chosen shipping method and destination country:

- EU: 2-10 business days

- UK/Switzerland: 5-14 business days

- International: 7-21 business days

Please note that during peak seasons or due to carrier delays, delivery times may occasionally be longer.

Depending on which shipping method you chose at checkout, tracking may not be automatically available to you, as the logistics system used for that specific shipping method doesn't support it. This applies to all shipping methods where the courier is not directly named.

Internal tracking: The tracking information is only accessible to our internal team. While we can see the status of your order during transit, we unfortunately cannot provide exact delivery dates. Rest assured that we monitor shipments internally and do our best to keep you updated on your delivery progress.

Courier shipping: For orders shipped with GLS, DPD, FedEx, or DHL Express, tracking information will be automatically included in your shipping confirmation email.

If you have concerns about your delivery, please contact us at support@senkels.at with your order number.

We're sorry to hear you haven't received your package.

Please check:

- Was the package possibly delivered to a neighbor?

- Did you provide a safe place authorization for deliveries?

- Is there a mailroom or parcel locker in your building?

If you still can't find your package, please contact us at support@senkels.at with your order number and we'll do our best to help you.

We sincerely apologize if part of your order is missing.

1. Check for multiple packages

First, check if you're expecting multiple packages. We sometimes ship orders in multiple deliveries, especially when items come from different locations or have different delivery times.

2. The item is actually missing

If you've double-checked your order and the item is definitely not there, we'll resolve this quickly for you.

Please send us a photo of the package, the packing slip, and the contents of your package to support@senkels.at and we'll arrange for the missing item to be sent to you.

1. Defective Product

We're very sorry that you received a defective product.

Please take a photo or video of the shoelaces that clearly shows the defect, and send it by email to support@senkels.at along with your order number. We offer a 6-month anti-tear guarantee on all our shoelaces.

2. Wrong Item

We're very sorry that you received the wrong item.

Please take a photo of the received item, the packing slip showing what you should have received, and the actual shoelaces you received. Send us the photos along with your order number by email to support@senkels.at.

We'll arrange for the correct item to be sent to you as quickly as possible.

Please register a return through our online returns portal at senkels.at/pages/returns.

Return Policy - Items are eligible for return if:

- The shoelaces are in perfect, unused condition

- The shoelaces were NOT made in a custom length (custom lengths are excluded from returns)

- Your order was delivered less than 14 days ago

Please note: As a young company focused on sustainable consumption, we do not offer free returns. Return shipping costs are the customer's responsibility.

Refund Timeline: Refunds are processed within 7 days of receiving your return.

Returns are personally received and processed by us. It may take a few days for your return to arrive.

Refund Timeline: Once we receive your return, refunds are processed within 7 days and credited to your original payment method.

Paid with Klarna? You can register your return and pause the payment for free until the return has been processed:

- Log in with your email address at Klarna

- Click on your SENKELS order

- Select the option "Register return" at the bottom

Your invoice will be paused in the meantime and automatically updated once the return has been processed by us.

We don't offer direct exchanges. However, you can return your order for a refund and then simply place a new order in our online shop for the item you want.

Exchange Process:

- Register your return at senkels.at/pages/returns

- Send the items back to us

- Once we receive your return, we'll process your refund within 7 days

- Place a new order for the items you want

Important: Shoelaces in custom lengths cannot be returned due to their individual production. When ordering the new item, make sure to select the correct size or color to avoid further inconvenience.

We accept the following payment methods:

- Credit Cards: Visa, Mastercard, American Express

- PayPal

- Klarna: Invoice, Installments

- Apple Pay

- Google Pay

- SEPA Direct Debit (in selected countries)

- Bancontact (Belgium)

- iDEAL (Netherlands)

Available payment methods may vary depending on your country.

We're sorry you're having trouble completing your payment.

Try these steps:

- Switch browsers: Try completing the checkout in a different browser. This often resolves the issue.

- Clear cache and cookies: Then try the purchase again.

- Use a different device: Sometimes it can be a local device issue. Try with a newer or different device.

- Try a different payment method: If one payment method isn't working, try another.

If you're still having problems, please contact us at support@senkels.at and we'll be happy to help.

You can pause your Klarna invoice as follows:

- Log in to your Klarna account

- Go to the section where your invoices are displayed

- Find the specific invoice you want to pause

- Look for the "Pause" or "Delay payment" option, or select "Report return"

- Click the appropriate option to pause the payment

By pausing the invoice, you temporarily postpone the due date and avoid possible reminder fees or additional charges.

Tip: If you're returning your order, register the return with Klarna so your invoice is automatically paused until we process it.

You can create a customer account in two ways:

Option 1: Register directly - Click on "Account" in the top right corner of our website and then select "Register".

Option 2: During checkout - At the end of the checkout process, you'll be offered the option to create an account.

Benefits of having an account:

- View your order history

- Track your current orders

- Save your addresses for faster checkout

- Easy access to invoices

Click on "Forgot password" on the login page and enter your email address.

You'll receive an email with a link to reset your password. Please also check your spam folder if the email doesn't appear in your inbox.

Tip: The reset link is valid for a limited time. If it expires, simply request a new one.

If you continue to have issues, please contact us at support@senkels.at.